Healthcare Customer Success Manager V - US Remote
Core
Manages delivery of contracted IT services to large Provider Healthcare clients, ensuring SLAs and KPIs are met while building strong client relationships and identifying sales opportunities.
Role type
Senior Customer Success Manager (Healthcare IT Services)
Builds
Managed IT services and cloud infrastructure for large healthcare providers
Domain
Healthcare Provider IT Services / Cloud Infrastructure
Deliverable
client delivery
Required skills
Healthcare provider/IDN account management, SLA/KPI management, contract administration (renewals, buyouts, credit memos), customer escalation handling, technical environment auditing, capacity management, disaster recovery planning, NPS survey management, strategic account planning, cost governance
Preferred skills
EPIC EMR experience, EHR systems knowledge, ServiceNow proficiency, ITIL certification, cloud technologies expertise, Rackspace product portfolio knowledge
Technologies
ServiceNow, CORE, EPIC, Cloud technologies
Responsibilities
Manage delivery of contracted services to ensure SLAs and KPIs are met; Build and maintain strong client relationships; Process component upgrades/downgrades and document churn; Execute churn mitigation strategies; Conduct monthly service reviews (MAR/QBR); Handle customer escalations and downtime events; Follow up on NPS survey responses; Support Client Executives in negotiations and quote approvals; Support Client Engineers with strategic account planning and cost governance recommendations.
Seniority
Senior, hands-on IC with strategic account influence
